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Frequently Asked Questions

Questions we are most often asked – and here are the answers!

  • BROADBAND WIRELESS
  • SERVICE & PACKAGES
  • INSTALLATION
  • CONNECTIVITY
  • SUPPORT


Q: How does wireless internet work?
A: It is computer technology using broadband microwave frequencies to transmit and receive data. You don’t need an ADSL phone line so you can move around in the area covered by the wireless and still enjoy connectivity. Wireless internet is noticeably faster and more stable than a phone line, or dial-up, connection and is always on.

Q: What are the main benefits of wireless internet?
A: It is fast, efficient, always on and offers connectivity within a certain area on all your devices, be it your pc, laptop, tablet or cell phone. You can get connected fast and efficiently, within a matter of hours, if you are within Sonic Telecoms’ coverage area, without waiting for an ADSL line to be installed.

Q: Why should I use Sonic Telecoms?
A: We build our own towers and link these towers with direct fibre optic connections to provide broadband services to new areas quickly. We use 17 GHz microwave point to point links for backhaul capacity in combination with 5 GHz microwave links, resulting in time effective last mile connections.

Q: What does the fibre technology entail?
A:
The Clear Access wireless mesh, copper and fibre networks cover certain areas. We install an antenna outside your premises and connect your network to the mesh before we enable the services you have selected.

Q: What can I do with broadband internet?
A:
You have a fully functional internet access, which means you can use Skype, MSN Messenger and similar programmes; you can play online games, do online banking and download anything from the internet.


Q: What packages are available?
A: We have different packages available for households and businesses. You can choose a capped or uncapped package. Access our packages.

Q: Can I have a voice service as well with my internet?
A:
Yes

Q: If I have voice service, does it affect my data service?
A:
It would best that we set up a VLAN for you, so the data is not affected by the voice traffic and the voice is not affected by the data usage.

Q: Do you have a fair usage policy on the uncapped products, will you throttle my account?
A:
Our fair usage policy (FUP) is between 200 – 300Gigs per month on home packages (there is no FUP for our business packages). We may shape a user’s link, after this point if necessary.

Q: Is your service unshaped?
A: We do not shape our packages. However, we do not give Torrents preference during business hours (7am – 7pm).

Q: What is Sonic Telecoms’ policy on torrents?
A:
Clients may use Torrents, however we do not give Torrents preference during business hours (7am – 7pm).

Q: How do I check my usage?
A:
Login on our Customer Portal page, providing your username and password and retyping the letters in the box to verify that you are an actual person. Then click on the data usage link.

Q: What happens if I move home or office?
A:
We are able to relocate clients’ equipment if they move premises, provided they have line of site at their new address. This will be at a charge of R950.

Q: What happens if I need to cancel my contract?
A:
Clients can cancel their contract if necessary. Penalty fees will be payable according to the contract.

Q: Why am I using so much data when I am not downloading much information?
A:
Background downloads usually causes high data usage that customers are unaware of. Some programmes download data in the background that you are unaware of, such as Microsoft Windows Update; Antivirus Software such as Norton and File Sharing Software such as Limewire.

Q: How do I get in touch with Sonic Telecoms?
A: Phone us at 021 201 0220 or email us at sales@sonictelecoms.co.za.


Q: How much is the installation costs?
A:
 There are installation costs. Our competitive pricing structure does not allow us to recover the installation costs from our package deals. Please view Packages for more information.

Q: How long does installation take?
A:
From the date we receive your contract, you can expect to have your connection up and running within seven working days.

Q: What is included with an installation?
A:
Our standard home installations consist of a dish, bracket, cable run and Tenda RouterBoard. Business clients receive a MikroTik RouterBoard with their installation.

Q: Do I get a router with the installation?
A:
 Yes. We supply a high powered  router as part of the installation.


Q: Does weather affect the signal?

A: Severe weather conditions may impact your signal, but this rarely happens.

Q: Can I access my office network from home?
A: yes, when using a VPN. We can also shape your traffic to prioritise VOIP back to your office.

Q: Which areas are covered by Sonic Telecoms?
A:
Check out our coverage map.

Q: Why do you require a clear line of sight to an access point?
A: Our technology requires a clear line of sight. In wireless terms, trees and buildings are obstacles and we will not be able to complete a successful installation at your premises, except if you are very close to one of our access points or hotspots, or if you are in an area where there is very little interference. If we are able to erect a mast where we can fix your antennae so that it is unobscured, we can do a successful installation at your premises.

Q: How does the signal strength and quality work?
A:
Information is transported in packets between the access point and your computer. After each packet is received, an error check is done. If the packet was corrupted due to poor signal or signal distortion, the information will be sent again, which decreases speed.

Q: How can I increase my connection speed?
A: You can install a download manager programme so that you can make multiple connections to the same server, which works well to download big files like music from the internet. An upgraded subscription with more bandwidth will also increase your speed.

Q: What happens to my connectivity during load shedding or power failures?
A:
We have international failover capacity with multiple undersea cables and other local Internet Providers at Teraco to offer you speed and scale – and the ability to connect you quickly and efficiently.


Q: How do I get in touch with Sonic Telecoms?
A:
Call us at (021) 201 0220 or email support@sonictelecoms.co.za.

Q: What are your support hours?
A:
Our support team is on standby from 7am to 10pm.

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